Zendesk Inc. has announced two product suites aimed at simplifying service and sales for businesses. The Zendesk Support Suite and Zendesk Sales Suite were announced this month and both solutions aim to modernize customer relationship management CRM processes for small to midsize businesses (SMBs) and enterprise

The expanded Zendesk Support Suite now features new channels through social messaging services and an improved omnichannel agent experience. These solutions allow companies to focus on customer conversations independent of the channel they are happening on.

"Today’s digital-first customers expect real-time, ongoing and personalized communication with companies, especially on messaging apps and social media,” said Mikkel Svane, Zendesk founder, CEO and chairman. “These high expectations are changing how businesses think about providing a modern customer experience. With our new Support and Sales suites, we are enabling companies to take a conversational approach to customer experience, regardless of channel.”

Unified Customer Conversational Experiences

Customer engagement through messaging has been on Zendesk's agenda for much of last year. In May 2019, the company launched Sunshine Conversations, the result of the acquisition of omnichannel chat platform provider Smooch. In August 2019, WhatsApp for Zendesk was launched, enabling help desk support for 1.5 billion chat users in 180 countries.

(Image credit: Zendesk)

The new Zendesk Support Suite, which starts at $89 per agent per month, allows businesses to see one comprehensive view of all the latest conversations. For service agents and customers, this means they can have personalized interactions from initial contact to sales support. The new agent workspace can adapt to provide agents with the relevant context and tools whether the customer calls, emails or messages the company, allowing them to continue the conversation on the channel that makes the most sense.

Adrian McDermott, President of Products at Zendesk said. "Companies that succeed today are those that shift their entire focus towards building better experiences." He added that the key ingredients of great help desk solutions are responsiveness, empowerment, and transparency, which he said Zendesk's new offerings aim to offer clients.

(Image credit: Zendesk)

Built with Modern Sales Reps in Mind

Zendesk Sales Suite, which starts at $79 per representative per month, is an integrated solution that automatically tracks all sales-related activities in order to provide sales reps with context and insights needed to successfully close deals. Sales Suite includes Zendesk Sell, Chat, Reach and Voice and allows companies to:

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Access multiple channels, such as email texting and voice, that sales reps use on a daily basis.

Speak with prospects directly on the website and convert them over to a lead from a single interface.

Gives access to out-of-the-box prospecting and data enrichment powered by Clearbit to personalize the sales dashboard and maximize sales productivity.

Zendesk Support Suite and Sales Suite are available starting today. More information can be found on the Zendesk website.

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